What are the responsibilities and job description for the Customer Service/ Inside Sales Contractor - After Market (SAP Experience) position at Vingcard?
Inside Sales Agents create quotes and process sales orders via inbound and proactive telephone calls, emails, store and faxes.
Essential Duties and Responsibilities:
- Answers calls in a high-volume call center assisting with quotes, converting orders and addressing any customer service issues from a diverse end user community.
- Assist with email inbox directed to the department.
- Properly enters customer information, document and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
- Makes proactive telephone calls to assigned customer base to promote Specials and Promotions.
- Recruits customers to our eStore, educates them on benefits and promotes eStore Specials.
- Creates case logs in CRM to log calls and document customer activity.
- Monitors customer procurement portals on a daily basis and maintains good working relationship with their key contacts.
- Responsible for follow-up on all aftermarket sales related issues, maintains quality assurance of customer tickets or call logs, monitors order status and backlogs for delayed orders.
- Escalates calls to appropriate departments and senior management as needed.
- Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
- Assumes and performs other duties and responsibilities not specifically outlined herein.
- Projects a favorable image over the phone and face-to-face when interfacing with the internal and external community.
Skill Requirements and Performance Criteria:
- Excellent phone and interpersonal skills with customers, peers, and management.
- Must be comfortable and prepared to work in an inbound call queue that averages 150 inbound calls per day.
- Must be detail oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments.
- Adaptable to change.
Education and/or Work Experience Requirements:
- 3 to 5 years customer service or call center experience in a fast-paced environment.
- Working knowledge of the hospitality industry is a plus.
- High School graduate or equivalent.
- Some college level course work up to a 4-year degree is desired.
Software and Technical Skills:
- Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP.
- Network knowledge, preferred.
- Knowledge of MS AX is a strong plus or familiarity with other ERP systems.
- Strong technical aptitude.
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Must be able to talk, listen and speak clearly on telephone.